10-13-2015, 06:59 PM | #1 |
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How cool is your dealer/SA?
So for the first time in my 15 years of owning a BMW, I asked if I can visit the shop to talk to the technician. My SA said go right ahead which I did and had a nice chat with the tech and even helped as he was measuring the circumference of my tires (false low tire pressures).
Fast forward few days, during a follow up to my unresolved issue, I get told that we aren't allowed to go the shop and that it's forbidden and dangerous. WTF! I also ask to ride in my car during a road test and I get denied... So how cool is your SA/dealer, do you feel welcome and can roam around in the sacred secret parts of the dealer? Ps: I will try anther dealer and see if they are more welcoming! |
10-13-2015, 07:01 PM | #2 |
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Most dealer's insurance does not allow customers in the work area.
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10-13-2015, 07:17 PM | #3 |
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That's interesting to know. New dealer (not mine) in my area had open shop policy and welcomes the owners to talk to the techs, obviously not all owners are inclined or interested to do so.
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10-14-2015, 07:09 PM | #6 |
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My old SA is an awesome guy, he would cover anything under warranty without a question, take me back to the shop to see interesting cars getting worked on, introduced me to his family when they'd come in...
Unfortunately the corporate leadership at the dealer cut compensation and benefits, so he took an offer to be a SA at the Mercedes dealer down the street. I go down there more often to say hi and get a car wash than I visit the BMW dealer! If Merc had free maintenance and decent leases, I'd consider one just on his excellent service account. Edit: If they wouldn't even let you ride in your own car during a test drive, that dealer is either hooning your car or not even really testing it. Move on from them.
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10-14-2015, 07:25 PM | #7 | |
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I had a 20mn talk with the master tech and he wouldn't be straight with me about why he doesn't want me driving my car during the road test. He eluded to that they don't do that and that they discuss things and they want to do their thing. I thanked the SA who's a young nice guy and told him I am off to another dealer. I cancelled my appointment and now the Director of the service department called me up and left a msg. But I am gonna try another dealer and see if it's any better... |
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10-14-2015, 07:30 PM | #8 |
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I've worked with a few who let me in. Seems that as long as the "insurance prohibits this" sign is there, then they're ok with it. In other words, the insurance company just needs to know the sign is in place. If a customer breaks the policy then so be it.
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10-15-2015, 08:33 AM | #9 |
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Dealing with really cool folks on my side, I drove over a big metal object on the read with damage to my gear box tray, the mechanics invited me to see the damage under the car and I also got a guided tour of the chassis while I was able to take photos, excellent service. The garage is new and have the most sophisticated workshop in the part of the world, a dream place for sure.
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10-15-2015, 09:27 AM | #10 | |
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10-21-2015, 10:34 PM | #11 |
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While that is true, a reasonable dealer shouldn't prevent customers from talking with the techs, even if it's around the service bays. Very few "enthusiasts" would ask for this anyway, most customers I see, are content on sipping coffee in the lounge and typing away on their laptops or mobile devices. Good for the OP to stand his/her ground and go elsewhere for service...
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10-21-2015, 10:45 PM | #12 | |
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10-22-2015, 06:18 AM | #13 | |
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Funny, since I communicated my feedback, I got three calls, from the director of the service and the master tech saying they want to discuss the "situation". Not sure what there is to discuss, they should have said yes in the first place that I am welcome to ride in my own car to help maybe reproduce the issue. I am not upset or anything but some of us enthusiasts are curious and want to genuinely help and they didn't want to hear any of that. I guess loosing an M customer has some impact, although I doubt it, we are all numbers in the system! |
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11-21-2015, 09:47 PM | #14 | |
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11-21-2015, 11:02 PM | #15 |
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11 Mth car it'd be too funny if you have the same dealer I divorced. I used to go to Laval, now considering Canbec. Pm the details, I am curious but I'd definitely like such treatment
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11-21-2015, 11:16 PM | #16 |
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The one in laval I went to wasn't that bad, I had my dinan intake installed there and they allowed me to go talk to the tech, and he explained whatever I asked him.
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11-21-2015, 11:22 PM | #17 |
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the facilities are great, they are nice and courteous, but when it comes to warranty work they are darn inefficient and takes many trips... I gave up on them. In any case my car is doing great, knock on good, so I hope I won't have to visit any dealer until my next maintenance next July
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11-21-2015, 11:26 PM | #18 | |
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11-21-2015, 11:33 PM | #19 |
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To be honest, they may be fine for other customers but for three different issues (rattles, squeak noises and false FTM alarm), their service was sub-par and with frequent visits. It could have been that it's difficult issues, but when I met another fellow M Montreal owner, he confirmed my experience and recommended the other dealer.
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11-21-2015, 11:37 PM | #20 | |
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However, I will have them check it during my next oil change. |
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11-22-2015, 01:58 PM | #21 |
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My last 2 have been excellent and have both also been the Service Manager. No matter who they are, I have to break them in with the following rules.
1. Tell me the info, straight. No BS. EVER. 2. Test drive only three miles. If it is 3 miles and 1 foot, I am in the vehicle. Non-negotiable. 3. I can walk in and check on my vehicle at any time while it is under your care. Again, non-negotiable. Once they learn these three simple rules, everyone can exist in harmony! Cheers-mk |
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11-22-2015, 02:23 PM | #22 | |
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My ex dealer like many others didn't even know there are firmware updates that could be applied to the car and most M annoyances were either dismissed or after few trips not resolved. |
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